Product Support Associate Job Description Template
Our company is looking for a Product Support Associate to join our team.
Responsibilities:
- Performs additional tasks as assigned by the Technical Support Manager or Supervisor;
- Contribute to quality compliance through accurate and concise case documentation;
- Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems;
- Document complaints and resulting investigations in the complaint management system;
- Engage customers to understand the nature of their request and triage critical issues;
- Complete all assigned and required training satisfactorily and on time;
- Maintain product knowledge and support continuous improvement efforts;
- Provide basic product information and resolve routine product complaints and inquiries;
- Prepare more complex cases for escalation;
- Adhere to Quality Management System procedures.
Requirements:
- Thrives in a dynamic and fast-paced environment;
- Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality;
- Works independently in a structured manner with the ability to prioritize critical tasks;
- Customer oriented – understands customer expectations and can empathize with customer & patient needs;
- Proactively analyzes situations and propose appropriate actions;
- Knowledge and use of commercial computer application packages (MS Office);
- Excellent written and verbal communication skills;
- Able to follow complex procedures and processes;
- Fluent English (written and oral) is required (additional languages would be an advantage – French, Spanish, Portuguese);
- Curious & self-motivated with ability to learn a complex technology platform quickly;
- Familiarity with SalesForce.com (or similar CRM System) a plus.